be looking forward to the day that AI has a human voice. “Leading organisations will use future AI innovations to inject the voice of the customer into all corners of their business; and as AI- powered technologies continue to develop, building customer-centric organisations will truly become a reality,” said Rafferty. “We’ve only scratched the surface of AI’s potential and while many of today’s AI solutions can provide smarter self- service interactions and real-time agent assistance tools, future AI innovations such as conversational insights will create an increased awareness of customer sentiment – not just in sales and marketing, but for all departments.” In the meantime, Morton predicts that the next year will see complete digitisation of the contact centre. “In the next 12 months, it’s likely we will see fully AI contact centre solutions which exclusively engage through digital channels. “Nevertheless, this model will only be appropriate for certain service lines, such as tech support or Where Is My Order (WISMO), which is one of the main reasons for calling retailers.”
Luke Budka AI Strategist
The Future One problem that a lot of AI experts see is the mimicking of real people. Although it can be reduced to a far-off problem, we only have to look at the technology used to screen a call on iPhone and certain Android devices, to see how Artificial intelligence can pass off as a real person. According to Rafferty, businesses may
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Urgency to Harness AI Power: UK Businesses’ Race Against Time
In an age of unstoppable technological progress, it appears that over half of UK business leaders (52%) feel the pressure to establish the UK as a global leader in artificial intelligence (AI). This comes as AI continues to evolve rapidly, including the advent of large language models (LLM), reshaping employment and business models. However, a study by YouGov for Microsoft highlights that 54% of these leaders worry their workforce may not have the skills to take advantage of this AI revolution. Despite this urgency, only a quarter of these leaders (25%) have plans to hire the right talent to implement AI throughout their organisations. Even fewer, just 26%, have undertaken training to enhance their knowledge about AI use in their job. To overcome these obstacles, Microsoft is extending its UK skilling initiative, Get On, aiming to equip a million people with the necessary skills for an AI-influenced economy. Clare Barclay, CEO of Microsoft UK, said “The UK has a very real opportunity to be a leader in the era of AI, but as our research shows, there are barriers stopping the UK from turning its ambition into action.” Barclay also emphasised the importance of innovation, stating that every job will soon require AI support, necessitating a workforce with the right skills. She announced
Microsoft’s plan to help one million people acquire the AI skills needed to kick-start or advance their tech careers by 2025.
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